Job Description

Blue Cross Blue Shield of Arizona is a local, independent Blue Cross Blue Shield Association and a not-for-profit health insurance company headquartered in Phoenix. Founded in 1939, the company has more than 1,800 dedicated employees throughout its Phoenix, Tucson, Chandler and Flagstaff offices. Providing health insurance products, services and networks to more than 1 million Arizonans, Blue Cross Blue Shield of Arizona offers various health plans for individuals, families, and small and large businesses. Blue Cross Blue Shield of Arizona also offers Medicare supplement plans to individuals over age 65.

Blue Cross Blue Shield of Arizona helps to fulfill its mission of improving the quality of life of Arizonans by delivering a variety of health insurance products and services to meet the diverse needs of individuals, families, and small and large businesses as well as providing information and tools to help individuals make better health decisions.

The Customer Experience (CX) Insights & Communications Specialist will work closely with the CX Team Lead executing, analyzing and interpreting consumer research, translating insights into actionable recommendations and reviewing and optimizing member-facing communications to improve the BCBSAZ customer experience. The Specialist will facilitate collaboration with various internal client teams, demonstrating, sharing and applying knowledge of the CX strategy and vision.

Level 1

  • Work under supervision of the CX Team Lead
  • Monitor and analyze customer experience tracking data to develop strategies to improve the customer experience and member communications; package insights using a storytelling approach, make actionable recommendations and present findings
  • Aid in the development and presentation of an internal roadshow and rally campaign for BCBSAZ’s new customer experience strategy
  • Evaluate the effectiveness of executed content strategies for new member onboarding and other member communications
  • Write and propose edits to member-facing content to meet cross-functional business objectives, address customer insights and support BCBSAZ’s customer experience strategy
  • Aid/assist in the creation and review of creative briefs for member-facing content
  • Facilitate collaboration between the various teams that communicate with members, including CX, Marketing, Customer Service, Enrollment and Billing, Health Quality Assurance, Pharmacy and Operations, to ensure a single voice across member-facing communications and optimize the overall member communication strategy

Level 2

  • Work autonomously on assigned projects with moderate supervision/guidance from CX Team Lead
  • Develop and present reports/presentations with moderate supervision/guidance from CX Team Lead
  • Write and propose edits to member-facing content with moderate supervision/guidance from CX Team Lead
  • Lead brainstorm, ideation and action-planning sessions with moderate supervision/guidance from CX Team Lead

               

ALL LEVELS

  • Each progressive level includes the ability to perform the essential functions of any lower levels
  • Work under supervision of the CX Team Lead
  • Assist the CX Team Lead and CX Analyst as-needed
  • Demonstrate, share and apply knowledge of the CX strategy and vision
  • Represent and advocate for the customer, making data-driven recommendations
  • Work independently with clients to become subject matter expert in key areas of focus/responsibility
  • Analyze consumer data and present insights in storytelling format, making actionable recommendations
  • Strategically review member communications and write or propose edits to optimize
  • Work a full-time schedule. Full-time is defined as working at least 40 hours per week, plus any additional hours as requested or as needed to meet business requirements.
  • Able to work some nights and weekends as needed
  • Perform all other duties as assigned.
 
 

BCBSAZ does not discriminate in hiring or employment on the basis of race, ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other protected group.

Skills / Requirements

  1. Required Work Experience

Level 1

Level 2

 

5 years

7 years

Market/consumer research, analysis and insight-generation with proven understanding of research methodologies

 

5 years

7 years

Demonstrated experience using consumer research and insights to develop communication tactics and strategies

 

5 years

7 years

Skilled in storytelling approach for insights reporting and recommendations

 

5 years

7 years

Skilled in writing, proofreading and editing content with attention to detail

 

5 years

7 years

Strong prioritization, organization and project management skills

 

5 years

7 years

Strong verbal communication skills

 

5 years

7 years

Must be a continuous learner who shares insights and knowledge with others

 

 

  1. Required Education
  • Bachelor’s degree in Marketing, Applied Research, Business, Social Sciences, Communications or related field
  1. Preferred Work Experience

Level 1

Level 2

 

5 years

7 years

Running statistical analyses

5 years

7 years

Customer experience (CX) industry knowledge

5 years

7 years

Understanding of AP-style writing and editing

5 years

7 years

Knowledge of communications best practices

5 years

7 years

Experience writing creative briefs and copy-writing

5 years

7 years

Experience creating and producing internal corporate communications or public-facing consumer marketing, CRM or PR communications

5 years

7 years

Healthcare or related experience

ALL LEVELS

  • Experience working in a regulated environment
  • Experience managing projects from inception to implementation
  1. Required Job Skills
  • Advanced Microsoft Office skills - Word, Excel, and PowerPoint
  • Advanced knowledge and understanding of market/consumer research
  • Advanced writing skills, including knowledge of AP style
  1. Required Professional Competencies

Level 1

  • Able to manage projects with minimal supervision
  • Able to effectively and simultaneously manage several projects with varying degrees of complexity and urgency
  • Able to understand and interpret consumer research
  • Able to synthesize various inputs, resources and data into single stories/strategies
  • Able to strategically evaluate and improve member communications

Level 2

  • Able to champion the team, CX strategy and vision with business partners to deepen working relationship
  • Able to learn quickly and work autonomously with moderate supervision

 

ALL LEVELS

  • Able to identify alternative ways to solve business needs/problems
  • Able to develop strategic plans and see them through completion and implementation
  • Possess deep understanding of BCBSAZ benefits, administration and how the company operates
  • Work effectively in a team environment

 

 

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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